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I am a Czech resident suffering from a serious gambling addiction and I am registered in the Czech national gambling self-exclusion register (RVO).

Over a relatively short period I lost approximately CZK 400,000 on Alawin. My gambling showed a clear escalating pattern: repeated deposits, often several deposits on the same day, repeated failed deposit attempts, chasing losses and increasingly high overall losses. During this period Alawin continued sending me promotional offers and providing substantial bonuses instead of intervening.

My account was registered with Czech Republic as my country and I used Czech payment methods. Alawin is not authorized to provide online gambling in the Czech Republic, yet I was still able to deposit and gamble substantial amounts.

I also have serious concerns about the way my card deposits were processed. The transactions did not appear on my bank statement as Alawin or clearly as gambling payments. Instead, they were processed under unrelated merchant descriptors such as AJEVAC and TCP*MIFIND.COM. This raises concerns that the true nature of the gambling transactions may have been obscured or processed through third-party merchants/payment processors in a non-transparent way.

On 27 August 2026 I explicitly informed Alawin that I suffer from a serious gambling problem and requested permanent self-exclusion. Despite this request, my account remained usable and I lost a further approximately CZK 35,000 later that same day. I subsequently lost another CZK 17,500, while I also continued receiving bonus and promotional offers.

I accept that I made the deposits myself, but I believe Alawin failed seriously in responsible gambling and player protection, both before and especially after my explicit self-exclusion request.

I am requesting reimbursement of my losses. At minimum, I believe the CZK 52,500 lost after my self-exclusion request should be refunded in full, and I am asking Alawin to provide a reasonable substantial refund of my earlier approximately CZK 400,000 losses as well. I would be willing to resolve the earlier losses through a fair settlement, for example reimbursement of at least 50%.

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Dear Grazer,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

I have reviewed the casino's Responsible Gambling Policy, which states the following regarding self-exclusion:

"Self-exclusion request: You can contact the Support Service Team via e-mail at support@glowin.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts."

To better understand your case, could you please clarify a few points?

• Did you tryto contact support also through mentioned e-mail regarding your self exclusion?
• Could you please send me a copy of your self-exclusion request to my email karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello Grazer,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru